Global Customer Service - System Engineer F/M/D

A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. For more than 60 years and across the world, we have imagined and developed innovative diagnostics solutions to improve public health. Today, our teams are spread across 45 countries and serve 160 countries with the support of a large distribution network.
Come and join a family-owned global company with a long-term vision, and a human-centered culture.

The ultimate goal of the Global Customer Service Department is to increase customer satisfaction and maximize system availability to optimize reagent consumption, delivering value through a proactive, aligned, and expert approach. The Global Customer Service Department ensures optimal product maintainability by collaborating with cross-functional teams from the earliest stages of projects, aligning service strategies during R&D development, and preparing the service for new product launches. To ensure service continuity and product support, this team drives continuous improvement through trend analysis, technical coaching, complaint management, investigation governance, and product obsolescence management.

As a System Engineer, you will be responsible for the complete lifecycle management of VITEK MS & VITEK MS PRIME mass spectrometry systems, from launch to obsolescence, ensuring performance and customer satisfaction worldwide. You will be involved in technical support, complaints management, continuous improvement, and mentoring local and regional teams. You will work closely with the R&D, Industrialization, Marketing, Supply Chain, Quality, Safety, and regional teams to define and deploy the service strategy, ensure operational excellence, and contribute to continuous improvement.

What will your mission be ?

• Manage technical support requests and customer complaints (subsidiaries and distributors). 
• Promote proactive troubleshooting and technical coaching to local and regional teams.
• Coordinate technical investigations with Manufacturing, R&D, and Quality.
• Actively contribute to field actions, audits, and continuous improvement processes.
• Monitor field service indicators to ensure long-term customer satisfaction.
• Collaborate with R&D, MSCQ, and Marketing to guarantee a proactive "support and resolution" approach for product brands.
• Represent the technical voice from the field to influence upstream and downstream/exit decisions. 
• Contribute to the Go-To-Market/Launch Excellence strategy and support obsolescence management.
• Act as an expert for technical documentation and lead the preparation and deployment of service deliverables during product development and launch.
• Deploy service strategies in conjunction with Marketing, Training, and Global Operations.
• Lead "hypercare" efforts to ensure successful launches and stabilize product performance. 
• Share best practices and contribute to, or even lead, transformation projects and continuous improvement initiatives based on trend analysis.

Who are you ?

• Advanced degree (Bachelor's + 3 years minimum) in science, engineering, or a related field.
• Experience in technical support, project management, or customer service in an international environment.
• Experience in system technical support (clinical or industrial) is required.
• Experience in mass spectrometry is a plus. Excellent written and oral communication skills (fluent English required).
• Proficiency in French is a plus. Proficiency in computer tools (CRM, Microsoft Office, etc.).
• Team spirit, strong organizational skills, ability to work collaboratively across departments and manage multiple projects simultaneously.
• Ability to analyze and solve problems and propose innovative solutions.

bioMérieux welcomes applications from all individuals, regardless of race, national origin, gender, age, physical characteristics, social origin, disability, union membership, religion, family status, pregnancy, sexual orientation, gender identity, gender expression or any unlawful criterion under applicable law. We are committed to treating all applicants fairly and avoiding discrimination.